Guest Services Representative - Day Shift - (Variable Hours between 6:30am-4:30pm)

Lehigh Valley Hospital, Inc.; Allentown (Lehigh County); On-site; USD 30,000 - 42,000; Full time

Job summary

Lehigh Valley Health Network is seeking a friendly, professional guest services associate to assist visitors and patients at hospital campuses. You will greet guests, provide directions, and support them in reaching their appointments while maintaining a welcoming reception area.

Weekend and holiday rotation is required, with potential assignment to multiple Lehigh Valley locations. Proficiency in Microsoft Office and strong phone etiquette are essential.

Qualifications

• High School Diploma or GED required.
• At least 1 year of experience in a customer service-type role.
• Must be 18 years or older.
• Proficient in Microsoft Office programs.
• Strong telephone etiquette and computer skills.
• Physical demands include lifting/carrying up to 25 lbs and regular standing/sitting.

Responsibilities

• Greet, welcome, and direct all guests in a professional, friendly, and responsive manner.
• Handle inquiries and transactions to reduce visitor anxiety and support satisfaction.
• Screen visitors and patients according to infection-control guidelines.
• Assist patients/visitors to destinations, including wheelchair transport when needed.
• Collaborate with colleagues and outpatient departments to meet operational needs.
• Demonstrate compassion and respect to all guests in person and on the phone.
• Maintain a clean, organized reception area and ensure proper phone etiquette.

Skills

Customer service

Phone etiquette

Computer skills

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Assist all visitors and patients in a professional, friendly, and responsive manner when they arrive and depart the hospital campuses. Handle all inquiries of patient and visitors as they arrive for appointments and visitation to the main lobby. Able to use a computer to verify information provided by guests and ensure proper phone etiquette. Providing support to patients and visitors to their destination, including escorting or transporting them in a wheelchair if necessary. Weekend and holiday rotation required. May be scheduled to work multiple locations in the Lehigh Valley.

Job Duties

• Greets, welcomes, and directs all guests in a professional, friendly, and responsive manner.
• Handles all transactions and inquiries with the goal of decreasing patient and visitor anxiety in order to support patient satisfaction.
• Screens all visitors and patients upon entry to all hospital locations. Follows all screening guidelines set by infection control as directed by the CDC guidelines.
• Ensures all patients and visitors arrive at their destinations including providing support by pushing them in a wheelchair or directing to internal transportation in golf carts.
• Collaborates with fellow colleagues and supports outpatient departments to maintain the operational needs of guest services in an efficient and problem free manner.
• Supports the network service priority by consistently exhibiting compassion and respect to all guests both in person and on the phone.
• Maintains a neat, clean uncluttered reception area free of food and personal items. Care for the appearance of lobby area.
• Ensures incoming phone calls are answered by following the standard phone etiquette.

Minimum Qualifications

• High School Diploma/GED
• 1 year experience in a customer service type industry
• Must be 18 years old or older
• Proficient in Microsoft Office programs.
• Strong telephone etiquette and computer skills.
• Physical Demands: Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.